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Case Study: Tim Hortons

tim hortons
Tim Hortons, internationally famed for their coffee and doughnuts, opened their first UK location in 2017 and have been growing ever since. They now have an ambitious plan to open a restaurant in every major town or city across the country by the end of 2022.


Back to Basics


In 2021, Tim Hortons unveiled their ‘Back to Basics’ plan – a digital transformation programme with their customers at its heart. The business recognised the growing trend in digital and the blurring of the in-pocket and in-restaurant experience, whether that’s for ordering, collection or simply customers keeping in touch with their favourite brand. It was critical that their plans were in line with customer needs and expectations, using technology to offer more choice and enhance the customer experience across the entire business – in their restaurants, their drive-thru offer and on the app.


Having worked with many notable brands in the quick service restaurant (QSR) market, we were approached by Tim Hortons to help them fulfil the in-restaurant element of their digital transformation strategy.


A new digital customer experience


As a favourite amongst commuters visiting Tim Hortons at the same time to get their coffee fix, long queues often formed at peak hours, naturally resulting in some customer drop-off and loss of revenue. We were tasked with delivering a solution that would not only reduce queuing time, but also drive a higher basket spend.


Our solution was a bespoke kiosk based on the popular EV Slimline 27, a robust self-service product with a 27” touchscreen. The kiosk uses the Evoke OS API to seamlessly integrate the card payment system, barcode scanner and printer with Tim Horton’s own software and user interface.


The versatile unit allows customers to browse, select and pay for their order before receiving a receipt and order number to collect it at the counter when it’s ready. This simple four-point process breaks up the customer journey. It gives customers extra time to explore the menu at their leisure and find new options to try, increasing the average basket size. It provides more visibility, informing customers of each step in the preparation of their order. And, ultimately, it reduces queues as more customers can order simultaneously, giving Tim Hortons’ team more time to focus on making their delicious food and drinks.


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Supporting expansion and growth


Following the installation of the self-service kiosks at three of their flagship restaurants, we are now working with Tim Hortons to roll out to an additional 25 sites by the end of the year, helping more coffee enthusiasts enjoy the Tim Hortons experience in a more relaxed manner.


Our partnership with Tim Hortons is set to grow as all their new restaurants will receive the kiosks as part of their plans to elevate the brand, strengthen customer relationships and boost growth.


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